Aphrodite Casino - Pelaajan tili on suljettu ja kotiutukset ovat viivästyneet.

Good morning,

I registered with the Aphrodite online casino in September 2025. Following this registration, I made numerous deposits, totaling over 5,000 euros, using my bank card and instant transfers, without receiving any bonuses.

During my activity on this platform, I made winnings totaling 12,000 euros, which I requested to be withdrawn in accordance with the conditions set by the casino.

As part of this application, I provided all the documents required under the KYC procedure and my account was fully validated.

However, despite meeting all the required conditions, the casino delayed processing my withdrawal requests for several weeks.

Subsequently, the casino closed my account, stating that I did not meet certain terms and conditions. They then offered me a refund of my deposits.

Having lost all access to my account, I accepted this offer. However, I only received 3,050 euros, while the total amount of my deposits exceeded 5,000 euros.

I have filed a complaint against this casino which, according to numerous reviews published on Trustpilot, seems to routinely refuse to pay out winnings to its customers and close their accounts.

I therefore request your intervention so that the casino honors its obligations and proceeds with the payment of my winnings, after deduction of the sums already reimbursed.

Thank you in advance for your attention to my request and for your assistance. It seems unacceptable to me that a casino could act in this way towards its customers, who sometimes deposit very large sums without ever being able to collect their legitimately earned winnings.

Please accept, Madam/Sir, the expression of my distinguished greetings.

Sincerely,

Bonjour,

Je me suis inscrit en septembre 2025 sur le casino en ligne Aphrodite. À la suite de cette inscription, j’ai effectué de nombreux dépôts, pour un montant total supérieur à 5 000 euros, au moyen de ma carte bancaire et de virements instantanés, sans bénéficier d’aucun bonus.

Au cours de mon activité sur cette plateforme, j’ai réalisé des gains pour un montant total de 12 000 euros, dont j’ai demandé le retrait conformément aux conditions prévues par le casino.

Dans le cadre de cette demande, j’ai fourni l’ensemble des documents requis au titre de la procédure KYC et mon compte a été intégralement validé.

Cependant, malgré le respect de toutes les exigences demandées, le casino a retardé le traitement de mes demandes de retrait pendant plusieurs semaines.

Par la suite, le casino a procédé à la fermeture de mon compte en m’indiquant que je ne remplissais pas certaines conditions générales d’utilisation. Il m’a alors proposé le remboursement de mes dépôts.

N’ayant plus aucune possibilité d’accéder à mon compte, j’ai accepté cette proposition. Toutefois, je n’ai perçu que 3 050 euros alors que le montant total de mes dépôts dépassait 5 000 euros.

J’ai déposé une plainte à l’encontre de ce casino qui, selon de nombreux avis publiés sur Trustpilot, semble coutumier du fait de refuser le paiement des gains de ses clients et de procéder à la fermeture de leurs comptes.

Je sollicite donc votre intervention afin que le casino honore ses obligations et procède au paiement de mes gains, après déduction des sommes déjà remboursées.

Je vous remercie par avance pour l’attention portée à ma demande et pour votre aide. Il me paraît en effet inadmissible qu’un casino puisse agir de cette manière envers ses clients, lesquels déposent parfois des sommes très importantes sans jamais pouvoir percevoir leurs gains légitimement obtenus.

Je vous prie d’agréer, Madame, Monsieur, l’expression de mes salutations distinguées.

Cordialement,

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Juju83120,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• When exactly was your account blocked?
• Did you pass the verification before you lost access to the account?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hello,

Thank you for accepting my complaint and for taking charge of my case.

I only played slot machines, mainly Big Bass games and titles from the Playson catalogue.

My account was closed on October 26, 2025, after I had completed the verification of all my documents and received confirmation from the casino that the KYC verification process had been successfully approved.

The casino then sent me an email stating that my account had been closed for breaching the Terms and Conditions and that the amount corresponding to my deposits, namely €5,300, had been refunded. However, this is absolutely not the case, as I have never received any such refund.

I contacted the live chat service again to request a clear explanation for the closure of my account. Unfortunately, I did not receive any detailed or satisfactory explanation.

Since that date, the casino has stopped responding to my messages. However, after I posted a review on Trustpilot, the casino informed me that my case would be reviewed again.

Unfortunately, I never received any further update regarding this review, and my account has never been reopened. As a result, my winnings disappeared without any justification being provided to me.

Should you require any additional information or supporting documents, I remain at your full disposal.

Thank you in advance for your attention to this matter.

Yours faithfully,

Thank you for your reply, Juju83120.

As it has been more than 6 months since your account was closed, we are unable to proceed with an investigation. This is considered a "cold case", and our policy dictates that we cannot pursue issues that occurred over 6 months ago. The gathering of evidence and construction of a timeline would be extremely challenging, if not impossible.

Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.